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TELEPHONE ETIQUETTE (Taking calls and making calls (Taking calls. Start…
TELEPHONE ETIQUETTE
Basic business telephone etiquette
Be polite
Treat everyone equally. Treat anyone even receptionists as the same respect with your bosses.
Focus on the caller. Pay attention to the caller without interupting such as eating or chewing gum while talking.
Be helpful to the caller.
Don't demand special treatment. Do not criticize if we have to on hold the call.
Respect other people's time
Identify yourself and your company If making a call, give them your name, organization and the purpose you call them.
Don't leave people on hold. Check on them periodically.
Make sure the person you've called has time for you.
Keep your calls to business hours. Usually Malaysian time 8am-5pm.
Use voice mail wisely.
Leave detailed message so people on the other side can take action. At least leave your name, company , phone number, time of call and purpose of the call.
Respond people promptly to message and voice mail.
Taking calls and making calls
Taking calls. Start with greetings and introduce yourself.
Requesting information from the callers. Ask the purpose of the call.
Making calls. Directly ask the name of the person and his/her department.
Transferring calls. Put the caller on hold and transfer the caller to the person that he/she wants to talk to, or if the person is unavailable, put them to someone else politely.
Taking messages and transferring information
Taking a message from the caller. For example, would you like to leave a message?
Taking information. At least take their names, purpose of the calls and when can you reach them back.
Transferring to voice mail. If the person is unavailable, you have to offer them to directly leave a voicemail and you will direct to the person.